Customer Success Manager

Responsibilities

• End-to-End Customer Journey: Own onboarding, product adoption, training, renewals, advocacy programs, and expansion across your accounts.
• Strategic Success Planning: Design and implement scalable Customer Success strategies that align with customer lifecycle stages and revenue goals.
• Expansion Leadership: Partner closely with Sales to drive upsells, cross-sells, and identify new revenue opportunities inside accounts.
• Executive Alignment: Build and nurture executive relationships with key customer stakeholders and act as a trusted strategic advisor.
• Product Collaboration: Translate customer feedback into actionable product insights and prioritize features that drive stickiness and revenue growth.
• Customer Health Metrics: Build and own a comprehensive health scoring system to monitor adoption, engagement, and at-risk accounts.
• Process and Playbook Development: Create frameworks, QBR templates, customer education programs, and proactive engagement models.
• Customer Advocacy: Turn successful customers into advocates through case studies, references, and participation in product advisory boards.
• Team Leadership (Future): Contribute to the early hiring, mentoring, and scaling of the Customer Success organization as Allium grows.

Qualifications

• 5+ years in Customer Success, Account Management, or Strategic Partnerships, including building or scaling CSM teams and systems.
• Deep experience in Web3, blockchain, or infrastructure-as-a-service products, with a proven understanding of developer workflows, blockchain architectures, and the unique nuances of decentralized ecosystems.
• Track record of developing and executing Customer Success strategies that drive adoption, retention, and expansion at scale.
• Strong operational chops: you’ve built success metrics, account plans, onboarding frameworks, and customer journey maps.
• Experience managing both large enterprise accounts (multi-stakeholder, complex deployments) and high-velocity digital-first users.
• Deep understanding of customer health modeling, risk mitigation, success planning, and executive stakeholder management.
• Success in early-stage environments, with the ability to balance structure-building with day-to-day account management.
• Ability to work cross-functionally with Product, Engineering, Sales, and Marketing to align customer outcomes with company strategy.
• Exceptional communication skills — comfortable operating at both the technical level and the executive boardroom level.

Bonus Points

• You've worked at an early-stage blockchain, crypto, or decentralized infrastructure company.
• Experience building community-driven success programs (e.g., superuser programs, ambassador networks, decentralized governance touchpoints).
• Prior experience in building Customer Education programs — documentation, webinars, and customer enablement initiatives.
• Exposure to open-source projects or developer ecosystems as customers.

Skills

• Strategic Customer Success Program Development
• Revenue Expansion and Renewals
• Blockchain and Web3 Infrastructure Expertise
• Executive Relationship Management
• Customer Health Scoring and Risk Management
• Product-Led Customer Advocacy
• SaaS and Infrastructure GTM Strategy